Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.

A Statistical Exercise, NPS is Not

Promoter.io

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io

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Workshop Playbook: 9 Exercises to Spark CX Innovation

Strativity

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Here we walk through some of our favorite exercises used to help our clients spark innovative ideas and move confidently into the future. The post Workshop Playbook: 9 Exercises to Spark CX Innovation appeared first on Strativity.

Superpowers and Princesses: A Three-minute Lesson on Projective Exercises

Market Strategies International

Projective exercises—the presentation of calibrated stimuli onto which a respondent projects their feelings, attitudes or beliefs—are a critical asset in the qualitative researcher’s emotional toolbox.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

Find Your “Value For Customer” Sweet Spot With Our New Exercise

Forrester's Customer Insights

Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one?

What Is The Access To And The Source Of Mastery In The Exercise Of Leadership

Maz Iqbal

What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015.

What Way Of Being Creates Access To Effectiveness In The Exercise Of Change Leadership?

Maz Iqbal

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Team Building Across Generations – Proven Approach | #leadership

Kate Nasser

Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

To Sell is Human Summary and Review

Service Untitled

There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.

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Leadership Lessons from Steve Jobs

Service Untitled

” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big Differences

Book Review: Roadmap to Revenue

Service Untitled

Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ).

How to Leverage What You Do Right!

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives.

Check Sheet – Why Use a Check Sheet?

Service Untitled

Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality.

Planning For Insight: How to Build an Insight Roadmap For Customer Centricity

Vision Critical

We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. An insight roadmap is a plan to keep your organization focused on customer centricity.

2020 Investments & the Customer Experience Priority

NICE inContact

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead.

Virtual Journey Mapping Bootcamp: May 19 & 20

Kerry Bodine

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see.

10 reasons why businesses enjoy the benefits of test marketing

QuestionPro Audience

It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. .

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

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How Can FOCUS PDCA Help Improve Business Operations

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

Point/Counterpoint: The Ethics Of COVID-19 Phishing

Forrester's Customer Insights

A recent debate on Twitter surrounding the ethics of organizations using COVID-19 as a theme for phishing exercises sparked our interest, since it relates to our coverages areas and prior work experience.

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

MaritzCX

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Three Ways Journey Mapping Can Drive Employee Engagement

SuiteCX

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

MaritzCX

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

MaritzCX

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

Service Untitled» Blog Archive » Call Your Competitors

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.

Why You Need to Treat Your Business Relationships Personally

The Upsell

And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same.

2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

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Kick Start and Optimize Your NPS for 2017

CustomerGauge

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

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How Healthy Are Your Professional Relationships?

The DiJulius Group

Your Relationship Report Card To demonstrate how critical and dependent we are on others, The DiJulius Group uses the following exercise called Your Relationship Report Card.

A Pragmatic Guide To Brand Value

Forrester's Customer Insights

The Value Of Brand Valuing a brand can be a deeply divisive exercise. Questioning it, or attempting to validate it, can well be an exercise in futility and mathematical mumbo jumbo. To most marketers, there is an axiomatic simplicity to brand value.

How to Pass the Customer Service Fitness Test

Who's Your Gladys?

Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test?

Does Your Business Pass the Customer Service Fitness Test?

Who's Your Gladys?

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?

JOIN US! Journey Mapping Bootcamp On May 16 & 17 In Chicago

Kerry Bodine

Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. What makes journey maps effective? How can you create journey maps? How can you use journey maps?

Three Prerequisites to Setting Net Promoter® Targets

Genroe

This is not a trivial exercise. What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes.

CX Club – Round 10 – Profiling & Segmentation – Are most CX activities intellectual masturbation?

Ian Williams

Profiling & segmentation are widely spoken about in the Customer Experience world, but there is little integration between these data-driven exercises and the typical Customer Experience practices of Personae Building, Customer Journey Mapping and Transformation.

Create Happier Customers & Employees: 7 Ways to Turn Empathy Into Action

Experience Investigators by 360Connext

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. Like exercise or learning something new, role-playing consistently will make an impact. It’s a wonderful exercise in empathy.